Refund Policy
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Some goods are exempt from being refunded and returned, these include the LUXE Complete Collection, LUXE Digital Guides, gift cards and items marked as a gift (see below).
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted: (if applicable)
- Product with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
If you are dissatisfied with your purchase, please contact us at orders@luxecityguides.com.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at orders@luxecityguides.com.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@luxecityguides.com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, please email us at orders@luxecityguides.com and you’ll receive credit for the value of your return.
Shipping
To return your product, you should mail your product to:
LUXE Limited
10th Floor, Cheung Hing Industrial Building
12P Smithfield
Kennedy Town
Hong Kong
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.